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Dealing with Angry People

Dealing with Angry People. Bureau of Workers’ Comp PA Training for Health & Safety (PATHS). PPT-067-02. 1. Dealing with Angry People. Program Goals Understanding Angry People - The Angry Person - Public’s Perceptions and Expectations - Your Agency as Resource Facilitator

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Dealing with Angry People

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  1. Dealing with Angry People Bureau of Workers’ Comp PA Training for Health & Safety (PATHS) PPT-067-02 1

  2. Dealing with Angry People Program Goals Understanding Angry People - The Angry Person - Public’s Perceptions and Expectations - Your Agency as Resource Facilitator Strategies for Dealing With Angry People - Communications Process - Listening/Speaking Skills - Telephone Techniques - Knowing Your People - Administrative Policies & Procedures PPT-067-02 2

  3. Rule #1: members of the public may be angry for a variety of reasons, disclosed or undisclosed. Rule #2: sometimes all your resources and tact may be unable to change Rule #1. (This doesn’t mean you don’t try.) Rules for Dealing with the Angry Public PPT-067-02 3

  4. Webster: “…A strong feeling of displeasure and usually of antagonism.” Synonyms which deal with intensity of anger. Ire - Rage - Fury - Indignation - Wrath Anger Defined PPT-067-02 4

  5. Webster: Ire: more intense than anger with display of feelings Rage: loss of self-control from violence of emotion Fury: overmastering destructive rage; can verge on madness Anger Defined PPT-067-02 5

  6. Webster: Indignation: righteous anger at what one considers unfair, mean or shameful Wrath: … likely to suggest a desire or intent to revenge or punish Anger Defined PPT-067-02 6

  7. The Angry Person • - Rules for Dealing with the Angry Public • - Profile of Affected Population • Components of Anger • Life Change Units • Social Changes and High Tech • Active Listening Understanding the Angry Person PPT-067-02 7

  8. Displays a disruption of balance; an intrusive situation occurs in a person’s life to which they cannot react or stabilize or one to which they refuse to react Is unable to rectify or remedy the situation which they feel they did not create or author themselves; they become angry If this disruption is not properly addressed, if anger results, it may trigger revenge in the extreme The Angry Person PPT-067-02 8

  9. People feel threatened by: • Manipulation; • 2. Erosion of their • self-esteem; • 3. Life changes; • 4. Challenges to • their security. Angry People PPT-067-02 9

  10. What makes you angry and why? How do you handle your anger? Angry People PPT-067-02 10

  11. Age • Mind Set • Awareness and Perception • Physical & Mental Needs Profile of Affected Population PPT-067-02 11

  12. Children Adults Elderly Differences in the way anger is caused and handled may be a generational thing. Boomers: 1946-1964 Gen X: 1965-1979 Gen Y: 1980-2000 Age PPT-067-02 12

  13. Age Present workforceBorn The Veterans 1922-1945 Baby Boomers 1946-1964 Generation X 1965-1979 Generation Y – Millennials 1980-2000 PPT-067-02 13

  14. Present workforceBorn The Veterans 1922-1945 Baby Boomers 1946-1964 Generation X 1965-1979 Generation Y – Millennials 1980-2000 Generational Considerations PPT-067-02 14

  15. Generational Dislikes: • WWII Generation: • Profanity, slang, poor grammar, disrespect • Baby Boom Generation: • Brusqueness, one-upsmanship • Generation X: • Using time poorly, corporate-speak • Millennial Generation: • Cynicism, sarcasm, condescension* • *Phyllis Cohn, Project Manager, AARP, “The Aging Workforce: Moving Forward in a New Age,” (Turn-offs), OSHA Small Business Forum, July, 2009. Generational Considerations PPT-067-02 15

  16. 1. Philosophy 2. Reasoning 3. Tolerance 4. Judgment 5. Aptitude 6. Spirituality 7. Morality 8. Work Ethics Generational Differences in: PPT-067-02 16

  17. Altruistic Egotistical Messianic Questioning Spiteful Arguer Detached Complaining Belligerent Introverted Extroverted Uncooperative Retreating Phobic Mind Sets PPT-067-02 17

  18. … Of a problem and its remedy is determined by a person’s: • Education; • Training; • Experience; • Lack of information or interest; • Technical Barriers to Understanding; • Nonconformity; • Political or personal agendas. Awareness & Perception PPT-067-02 18

  19. Dependencies interfering with understanding and • Factors impacting mental health: • Weight; • Family Health; • Rising Prices; • Full schedules; • Misplacing/losing things; • Outside yard/home maintenance; • Property, investments & taxes; • Crime; • Personal/physical appearance. Physical & Mental Needs PPT-067-02 19

  20. Like the “3 mirror images of Self” • How the complainant views the situation • How you view the situation • What the situation really is Components of Anger PPT-067-02 20

  21. Established from studies conducted by Dr. T. H. Holmes and Dr. R. H. Rahe Addresses changes to a person’s life within the last 24 months. Values assigned may provide an indication whether a person may incur an illness in the next year if not properly handled. Life Change Units PPT-067-02 21

  22. Areas considered to impact a person and health risks assigned include the areas of: • Work Events; • Personal Issues; • Financial State; • Social Condition; • Family Concerns. Life Change Units PPT-067-02 22

  23. “Doublespeak Quiz” (Handout) “Technological changes and their new terminology may confound, confuse and anger those required to work with these systems” Social Changes & High Tech PPT-067-02 23

  24. Types of complaints from the angry public may be directed at: • Products; • Services; • Individuals within your organization; • Company performance overall or specifically. • These could be based on a lack of understanding of your operation or false presumptions. (The public’s perception and expectations). Types of Complaints PPT-067-02 24

  25. Profile “Always pitiful and always in the middle of a crisis for all kinds of complicated reasons, which you’ll feel compelled to explore and try to fix, if you aren’t careful.” The Eternal Victim Mystique PPT-067-02 25

  26. Profile • They hold others “hostage” • Not responsible • Everyone’s out to get them • Not my fault . . . It’s everyone • else’s fault The Eternal Victim Mystique PPT-067-02 26

  27. 4 Principles for Dealing with People • Build trust and rapport - eliminate the threat; • Determine and meet the person’s needs; • Communicate on all levels - • Read the cues - verbal, visual, tones; • 4. Solve the problem. Handling Anger PPT-067-02 27

  28. Assess the Anger - Determine the level • Low: normal tone/pitch; little/no swearing; context (is it anger?). • Moderate: higher pitch; swearing; crying; gesturing; face flushed. • High: sustained high pitch (voice cracking); personalized vulgarity; “fingerpainting”; repeating basic concept; stammering. Handling Anger PPT-067-02 28

  29. Assess your reaction: (Pro-active or Reactive) • Realize your abilities/limitations; • Cope; • Assert appropriate assertiveness; • Don’t talk yourself into a corner; • Relax on cue; • Fog (agree with any truth, probability of or • general truth). Handling Anger PPT-067-02 29

  30. Calm the anger through: • Active Listening; • Allowing the person to “vent”; • Sectoring anger toward • true (real) cause; • Reflecting; • Asking/answering questions; • Diplomatically disagreeing. Handling Anger PPT-067-02 30

  31. Solve the problem • Keep people feeling good about themselves. • Objectives: • Get them off defensive; • Reflect their concern, do not immediately • answer complaint; • Discover reasons behind their problem; • Involve person in finding a solution. Handling Anger PPT-067-02 31

  32. Types of Questions: • What in particular troubles you? • What specifically do you feel we need to correct? • What stands in the way? • How do you feel our past performance was • better? • What do you think is the first step in resolving this problem? Handling Anger PPT-067-02 32

  33. Other Goals: • Provide acceptable alternatives; • Empathize: see the situation from their perspective; • Dovetail: resolution summary of event showing how alternative solutions merge with demands or requests; • Your agency is a facilitator to remedy problems! Handling Anger PPT-067-02 33

  34. Strategies: • The communications process; • Listening/speaking skills; • Telephone techniques; • Knowing your people; • Administrative policies & procedures. Dealing with Angry Public PPT-067-02 34

  35. 1. The Communication Process PPT-067-02 35

  36. Message/ SenderMediumReceiver Experience Verbal/non- Experience Attitudes written Attitudes Skills Email Skills Perceptions Web Perceptions Pictures Communications Process PPT-067-02 36

  37. InputFeedback Personality/Style Climate View of others/self Complainant’s Behavior Communication skills How well you handle feedback Communications Process PPT-067-02 37

  38. Coping abilities or Your predetermined outcome: defensiveness - Lose/Lose - Lose/Win (Altruistic. Reasonable?) - Win/Win (Optimum result) - Win/Lose (Temporary Victory) Result may be perpetual Halloween- You’ll see this ‘ghost’ again. Communications Process PPT-067-02 38

  39. MildModerateStrongIntense Moody Unhappy Very Unhappy Bitter Concerned Discontented Frustrated Angry Disappointed Disturbed Fed Up Disgusted Worried Sullen Indignant Outraged Dissatisfied Troubled Irate Furious Some words, by their very construct, may sound harsh (hard and soft sounds) Anger Vocabulary PPT-067-02 39

  40. Open QuestionsBegin With Phrased so they can What Who When NOT be answered Where How Which simply with yes or no Closed Question (Avoid)Begin With Phrased so they can be Is Can Do answered by a yes or no Will Has Shall reply Phrasing Questions PPT-067-02 40

  41. Effective Listening; • Active Listening; • Persuasion; • Types of Responses and • their Result. 2. Listening/Speaking Skills PPT-067-02 41

  42. Listening is 1/3 of communication • Listen for ideas-not facts; • Judge content (first); not delivery (secondary); • Be an optimistic listener, from the beginning; • Listen to the full message-don’t jump to • conclusions; • Be flexible-take notes; • Concentrate on the speaker. Effective Listening PPT-067-02 42

  43. Thought: 4 x faster than speech. • Analyze message • Read verbal/non-verbal signs • - Posture, head positioning • - Eye movement and contact • - Hands • - Proximity (territorial aspect) • Standing/sitting/lounging • Gestures • Word choice and pace of speech • Tonality and intensity • - Facial expressions Effective Listening PPT-067-02 43

  44. Work at Listening: • Provide feedback; • Keep open mind: don’t fall victim to “trigger” • words or emotions; heed central theme of • message; • Stretch your mind by experiencing new • information, not just that with which you’re • familiar. Effective Listening PPT-067-02 44

  45. Defined: Paying careful attention to content & feelings of message. Content: What words mean and context of use. Feeling: Emotions displayed by content. Feelings real as disclosed? Are true feelings masked? Active Listening PPT-067-02 45

  46. Before you reply: • Attempt to determine core theme; • Determine content and feeling; • Consider what you heard; • Ask for clarification & feedback; • Reflect before replying; • Understand speaker’s position, then construct your conclusion and reply. Active Listening PPT-067-02 46

  47. Personal Approach and Attitudes • Realize there is a nobility inherent in people, each • has value and a contribution; • Express care and concern; • Realize all are unique and different; • Express empathy. What we view as trivial might • be their most significant concern. Active Listening PPT-067-02 47

  48. Components • Encouraging • Restating • Reflecting • Summarizing Active Listening PPT-067-02 48

  49. 1. Encouraging Goal: Project interest; maintain conversation. Process: Be non-committal; don’t agree or disagree; use positive tone of voice. Listener’s comments: “I see…” “Uh-huh” “That’s interesting…” Active Listening Components PPT-067-02 49

  50. 2. Restating Goal: Shows your understanding; discloses grasp of facts. Process: Restate speaker’s basic ideas; place emphasis on facts. Listener’s comments: “If I understand, your idea is…” “In other words, you think…” Active Listening Components PPT-067-02 50

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